Worst service from a courier companhy

My address on Shein is correct, but for some reason my courier company have a completely different suburb. I have spoken to the courier twice, I have sent a whatsapp, I have sent an email, I have tried the call centre, which have you hold on for 10 minutes, get to number 1 in the queue, and cut you off (TWICE!!!!!). so now my package is completed, I have not received it, despite the whatsapp line telling me that they did inform the cape town dc, and the courier asking them to put my package on a different courier (he does not deliver in my area).

It should not be this hard to fix an issue, especially when the user picked it up and has been escalating it for more than a week.